Hybrid IT Helpdesk Technician - 12-Month Contract

Smart IMS Inc; Dimondale (MI); Hybrid; USD 28,000 - 34,000; Full time

Job summary

Smart IMS Inc is seeking a Helpdesk Technician for a 12-month contract with hybrid work in Dimondale, Michigan. You will provide IT support, log and track requests, diagnose issues, and assist with technology implementations.

The role requires 2–3+ years in Tier 1 IT Helpdesk, plus Service Administration and troubleshooting experience. The position emphasizes strong ticketing, communication, and adherence to SLA metrics, with a 20–25 USD hourly rate and a focus on rapid problem resolution and

Qualifications

• Associate's degree (IT Related) with 2-3+ years in Tier 1 IT Helpdesk
• 2-3+ years of IT Troubleshooting experience
• 2-3+ years of Service Administration experience
• IT Certifications (A+, CISCO Routing, Security+, SANS)
• Prior IT first responder experience (using Motorola)
• Military experience in the radio field is a plus

Responsibilities

• Log, track, and monitor all requests and fulfill pre-defined services.
• Answer calls and emails, meeting response standards.
• Log requests via ticketing system for technical assistance.
• Monitor open cases and escalate when necessary within SLAs.
• Maintain metrics such as After Call Work, Availability, and SLAs.
• Provide technical support and problem resolution using established procedures.
• Document resolutions in the Remedy system.
• Attend policy and procedure trainings as required.
• Follow up on hardware maintenance with vendors.
• Perform special duties as assigned (5%).

Skills

Helpdesk experience

IT Troubleshooting

Service Administration

Education

Associate's degree (IT Related)

Tools

Remedy ticketing system

Motorola devices

Cisco Routing

Security+

SANS

Job description

Smart IMS Inc is seeking a Helpdesk Technician for a 12-month contract with hybrid work in Dimondale, Michigan. You will provide IT support, log and track requests, diagnose issues, and assist with technology implementations.

The role requires 2–3+ years in Tier 1 IT Helpdesk, plus Service Administration and troubleshooting experience. The position emphasizes strong ticketing, communication, and adherence to SLA metrics, with a 20–25 USD hourly rate and a focus on rapid problem resolution and